By introducing HelpLINE, your
operations can benefit from better cost control, better service
performance and better productivity. HelpLINE helps to you to
instil a professional service culture by giving your service team
the right tools to get the job done.

The HelpLINE functionality will drive down your
costs, improve profitability through increased efficiency and
productivity and deliver lower incident volumes, faster incident
resolution and fewer business disruption service failures.

Ease of use for all
users

Improved support
staff productivity

Empowerment for all
users

Flexibility to fit
your business

Metrics for service
level performance and accountability

Strong reporting capabilities

Compliance to industry
Best Practice

Customisable web access

Easy business application
integration

Multi-language facilities

1. Submitting new incidents
– Customers can report new incidents via several methods
– Attachments can be added to incidents

2. Resolution of incidents
– New incidents can be automatically assigned
– Resolution of incidents can be configurable to suit your
own process
– Auditable resolution processes
– Knowledge base support
– Support staff can maintain their own action list
– Diary notes can be added to each incident to document
through to resolution
– Full access is available to all users according to their
permissions
– Enables managers to view the workload of the complete
support team

3. Problem management
– Enables service responsiveness, tracking and trend analysis
– Problems can be linked to multiple incidents
– Multiple problems can be linked to Known Errors

4. Management reporting
– Enables real time customisable reports, automated as required
– Provides a wide selection of standard reports which can
be customised
– Reports can be produced in a variety of different formats

6. Service level management
– Enables service performance to be managed to SLAs
– Automatic escalation can be set to pre-defined SLA parameters
– Different conditions can be escalated on different timescales
– Escalations trigger configurable actions or notifications
– Regular reminders can be sent under configurable conditions

7. Customisation
– Customisable web interface screens
– Unlimited additional fields can easily be added to the
database for user and incident data
– All notification messages can be customised in content
and format
– Customisable templates for printing and emailing incident
details

8. Automation
– Routine actions and escalation actions can be automated
– Regular reports can be scheduled, emailed and printed
– Work flow applications can be automated to mirror your
organisation’s processes

9. Integration
– Incident and user data can be imported into HelpLINE
from other applications
– HelpLINE can trigger actions in, and pass data to, other
applications